【摘要】 城市轨道交通的大力建设使居民出行更加便捷，接驳公交可有效实现城市居民公交与轨道的换乘目的，其公交服务质量关乎乘客出行品质，体现城市道路交通发展整体水平。以重庆市南岸区轨道铜元局站324、3103接驳公交为研究对象，从乘客感知服务出发，构建便捷性、可靠性、舒适性、文明性等4个准则层组成的线路服务质量评价指标体系。以调查问卷结果为基础，探寻乘客基本属性，利用熵权法确定主要指标权重，客观赋值减少主观影响，引入模糊决策法求得乘客满意度，加权SERVQUAL模型计算乘客服务质量分值，两种方法综合评价分析使之更全面、精准，进而对比分析两条线路差异。结果表明：乘客尤为看中接驳公交舒适性，且3103线路总体服务质量评价优于324线路，最终针对各角度提出建议对策，为城市公交管理者、规划者提供科学依据。更多还原

【Abstract】 The vigorous construction of urban rail transit makes residents’ travel more convenient, and connecting public transportation can effectively achieve the purpose of transferring between urban residents’ public transportation and the rail.The quality of public transportation services is related to the quality of passenger travel, reflecting the overall level of urban road transportation development.Taking the 324 and 3103 shuttle buses at Tongyuanju station of Nanan District Rail Transit in Chongqing as the research object.Starting from the passenger perception service, a line service quality evaluation index system consisting of four criteria layers, namely, convenience, reliability, comfort and civilization, is constructed.Based on the survey questionnaire results, in order to explore the basic attributes of passengers, entropy weight method is used to determine the weight of main indicators, objectively assign values so as to reduce subjective impact, introduce fuzzy decision-making method to obtain passenger satisfaction, and weighted SERVQUAL model is used to calculate the score of passenger service quality.The comprehensive evaluation and analysis of the two methods make it more comprehensive and accurate, and then the difference between the two lines is compared and analyzed.The results indicate that passengers particularly value the comfort of connecting public transportation, and the overall service quality evaluation of Line 3103 is better than that of Line 324.Finally, suggestions and countermeasures are proposed from various perspectives, providing scientific basis for urban public transportation managers and planners.更多还原